Service Desk Assistant
3 weeks ago
Job summary
Hybrid role based in7-8 Wellington Place, Leeds, LS1 4AP. Likely to be in the office three days per week.
As one of our Service Desk Assistants, you will provide 1st line technical IT support & telephone cover to all NHS Resolution employees and external stakeholders. The post holder will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, explaining information in a clear and logical way.
Provide/maintain an exceptional level of customer service with internal and external stakeholders. To help callers with a support issue in a calm, polite, courteous and professional manner. Avoid the use of technical jargon to support stakeholders. To obtain all the necessary facts from a caller to either resolve an IT problem by telephone, or to provide all the relevant details to the Service Desk Team. To communicate with the Service Desk Team in various areas ( support call updates, support call allocation, departmental calendar updates). To provide outstanding customer service as part of the Service desk team and in accordance with departmental KPIs. Providing day-to-day Service Desk/IT Technical support to NHS Resolution staff along with external stakeholders. Support carrying out the testing of systems/applications that are being developed. This includes the creation of appropriate test scripts. Please see the attached Job description and Person specification for more information.
Main duties of the job
Provide/maintain an exceptional level of customer service with internal and external stakeholders. To help callers with a support issue in a calm, polite, courteous and professional manner. Avoid the use of technical jargon to support stakeholders. To obtain all the necessary facts from a caller to either resolve an IT problem by telephone, or to provide all the relevant details to the Service Desk Team. To communicate with the Service Desk Team in various areas ( support call updates, support call allocation, departmental calendar updates). To provide outstanding customer service as part of the Service desk team and in accordance with departmental KPIs. Providing day-to-day Service Desk/IT Technical support to NHS Resolution staff along with external stakeholders. Support carrying out the testing of systems/applications that are being developed. This includes the creation of appropriate test scripts. Please see the attached Job description and Person specification for more information.
About us
NHS Resolutions purpose is to provide expertise to the NHS, ensuring fair resolution of concerns, sharing learning for improvement, and preserving resources for patient care. Our core services include:
Claims Management: Expert handling of clinical and non-clinical claims related to patient care and safety. Practitioner Performance Advice: Providing advice and interventions for concerns about healthcare workforce performance. Primary Care Appeals: Impartial resolution service for disputes related to primary care contracting. Safety and Learning: Sharing learning to improve patient care and safety within the NHS. We are a unique organisation that provides expertise to the NHS on resolving concerns and disputes fairly We share learning for improvement and preserving resources for patient careNHS Resolution is made up of staff from all walks of life which enriches the work we do. Our values embody our organisational PEER values of being professional, expert, ethical and respectful.
To aid our values we have well established networks for staff on diversity, disability, LGBTQ+ and sustainability. We also hold a level 3 award in the Disability Confidence Scheme and a Gold accreditation in Investors in People. Find out what our staff say about working at NHS Resolution visit our LinkedIn page
Job description
Job responsibilities
Please ensure that you read the jobdescription carefully and that you address each of the requirements of the postin the person specification in your supporting statement sections as yourapplication will be assessed against these criteria. Your online application should relate to the specificposition you are applying for and you are expected to highlight examples and achievementsthat demonstrate the competencies outlined in the job description and from thevacancy notice in your application form. Try to keep it structured and to thepoint.
Please note that we do not accept CVs, therefore your application must bevia the NHS Jobs online application form . We have been granted permission to use the Employment Service's "Positiveabout Disabled People" symbol. Any applicant with a disability who meetsthe minimum specification for the post as set out in the person specificationis guaranteed an interview.
Please note: If you require a Visa to work inthe UK, NHS Resolution is currently unable to support any sponsorship requests.
Person Specification
Skills and Abilities
Essential
1. Ability to communicate effectively with staff at all levels of the organisation 2. Ability to work autonomously, to plan, organise and prioritise own workload 3. Sound analytical reasoning, effective decision making skills and an ability to identify and manage risks 4. Excellent team working skills 5. Ability to work in a busy pressurised environment; frequently changing priorities to meet conflicting work demands
Knowledge & Understanding
Essential
1. Detailed knowledge of Microsoft Office suite inc O365 2. Detailed knowledge of Microsoft operating system 3. Detailed knowledge of end-user hardware & software 4. Detailed knowledge of Local & Wide Area network principles.
Supporting Statement
Essential
In this section you need to demonstrate that you have read the published person specification and how you meet the essential and (where relevant) desirable criteria for this particular post Please include your reasons for applying and take the opportunity to highlight your particular talents and strengths, (what you feel you can personally offer - what is unique to you - what sets you apart from your peers). Please DO NOT include personal details or duplicate information already provided elsewhere in your application.
Supporting statement (continued)
Essential
Please continue your supporting statement in this section here.
Qualifications
Essential
1. Administrative knowledge of Microsoft Active Directory 2. Microsoft Certified Engineer or equivalent
Desirable
1. ITIL Certified or equivalent. 2. End user cloud computing experience (O365) 3. Understanding of ISO 27001
Experience
Essential
1. Experience of working in a IT 1st line support environment 2. Experience of carrying out administrative duties-
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